Information Technology Service Delivery Manager

IT Service Delivery Manager

Location: Surrey | Hybrid

An exciting opportunity has arisen for an experienced IT Service Delivery Manager to join a growing organisation undergoing significant digital transformation. This role is ideal for a proactive and strategic individual with a strong background in IT service management and a passion for driving operational excellence.

Key Responsibilities:

• Lead and manage IT service operations, ensuring consistent delivery of high-quality services across the organisation.
• Maintain compliance with SLAs and KPIs to meet business expectations.
• Coordinate effectively with internal teams and third-party vendors to ensure seamless service provision.
• Champion continuous service improvement initiatives aimed at enhancing quality, efficiency, and end-user satisfaction.
• Oversee the configuration, maintenance, and optimisation of ITSM tools, particularly Jira and ServiceNow.
• Develop, document, and refine service delivery processes to ensure standardisation and scalability.
• Monitor service performance, produce actionable reports, and identify areas for operational improvement.
• Lead, support, and develop a growing team of service desk professionals (currently a team of five with planned expansion).
• Manage service escalations and ensure timely and effective resolution of issues.
• Collaborate cross-functionally to align IT service delivery with broader business needs and priorities.

Required Skills & Experience:

• Minimum of 5 years’ experience in IT service management or a similar leadership role.
• Demonstrated expertise in delivering IT services within a structured framework.
• Hands-on experience with service management tools such as Jira and ServiceNow.
• In-depth understanding of ITSM principles, methodologies, and best practices (e.g. ITIL).
• Strong leadership capabilities, with a track record of building and mentoring high-performing teams.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication and stakeholder management abilities.
• Organised and adaptable, with the ability to thrive in a dynamic and fast-paced environment.

For more information please apply directly or call Emily on 02038266678